A Study on the Customer Satisfaction of One-stop Service: Focusing on the Experience of the Affiliated Service in Employment Welfare Plus Center

Jae-Wan Lee; Park Eun Hyung

This study analyzed the effects of one-stop service of the Employment Welfare Plus Center (EWPC) integrating employment service with welfare one and then providing them on the degree of customer satisfaction. Further, it also performed a practical analysis of how the actual experience with one-stop service can regulate the association between it and the degree of customer satisfaction. To do this, data obtained from ‘A Survey about the Degree of Satisfaction with EWPC’ performed by the Korean Ministry of Employment and Labor was analyzed using a multiple regression model. As a result, the convenience of the integration of working process through a one-stop service had a significant effect on the degree of customer satisfaction. That is, if a civil petitioner obtains the data, claims the relevant services and receives a follow-up response at a single site through a one-stop service, this would raise the degree of customer satisfaction. Next, correlations between the convenience of integration and the experience of the affiliated service had a significant positive effect. Thus, the experience of the affiliated service reinforced the relationship between the convenience of integration and the degree of customer satisfaction. In other words, it is presumed that there was a further increase in the degree of customer satisfaction when they had experiences in resolving their own problems both promptly and accurately by being provided with the relevant services that are suitable for them through an affiliation between the service desks of organizations moving in the center. The current study implies that the effects would be strengthened so long as the collaboration is reinforced to substantial extents although it is possible to raise the degree of customer satisfaction through a one-stop service from the integration between the places by the EWPC.

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* 2021년 이후 발행 논문의 참고문헌은 현재 구축 중입니다.

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